Experienced Customer Support Specialist – Delivering Exceptional User Experiences in a Dynamic and Mission-Driven Environment at arenaflex

Introduction to arenaflex arenaflex is on a mission to empower individuals to reach their full potential by enhancing access to career services. Initially focused on the traditional higher education market, arenaflex's innovative All-In-One Virtual Career Center has been adopted by a wide range of institutions to revolutionize the utilization of career services, career readiness, and student outcomes. As a mission-driven organization, we prioritize a fun and collaborative culture that puts people first, operating as a fully remote team to encourage flexibility and mobility. With the backing of leading technology investors, we are poised for continued growth and success. Job Overview We are seeking a highly skilled and dedicated Customer Support Specialist to join our team on a contract basis for 6 months, with the potential for extension or conversion to a permanent role based on performance and company needs. As a Support Specialist at arenaflex, you will play a vital role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. You will work closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes. Key Responsibilities Provide email support to arenaflex customers via internal ticket queue, resolving general questions, and completing platform configuration and set up integrations on clients' behalf. Troubleshoot and escalate issues to relevant functional teams or account owners, maintaining high standards for response and resolution times to ensure user satisfaction. Configure fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and manage .csv imports, leveraging your technical expertise to resolve complex issues. Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience, collaborating with the Support Team to share trends, insights, and improve the overall user experience. Review documentation and flag opportunities for additional internal and external, client-facing documentation, contributing to the ongoing improvement of our support processes and knowledge base. Volume and Performance Expectations In this role, you can expect to handle approximately 30-40 tickets per day, requiring strong organizational and time management skills to prioritize and resolve issues efficiently. Your performance will be evaluated based on your ability to meet response and resolution time targets, as well as the quality of your support interactions and overall customer satisfaction. Essential Qualifications and Skills To succeed as a Customer Support Specialist at arenaflex, you will need: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts in a clear and concise manner. Strong help desk skills, with a focus on resolving user issues promptly and efficiently, and a willingness to "roll up your sleeves" to troubleshoot complex problems. Experience configuring fields in an admin console within a SaaS product, including DNS, SSO, .csv imports, and spreadsheets. High attention to detail and the ability to "read between the lines" of customer requests, providing personalized support and solutions. A willingness to learn and ask questions, with a strong desire to continuously improve your skills and knowledge. Ability to work independently and as part of a team, collaborating with colleagues to share knowledge and best practices. Preferred Qualifications and Bonus Skills While not required, the following skills and experience are highly desirable: Familiarity with HubSpot Service Queue or similar support platforms, with experience using these tools to manage and resolve customer issues. Knowledge of WordPress or previous experience using arenaflex's platform, with a deep understanding of our product and its applications. Previous experience in an Enterprise SaaS Customer Support team, with a proven track record of delivering exceptional support in a fast-paced and dynamic environment. Career Growth and Learning Opportunities At arenaflex, we are committed to the growth and development of our team members, providing opportunities for learning and professional development. As a Customer Support Specialist, you will have access to training and resources to enhance your skills and knowledge, with the potential for career advancement and growth within the company. Work Environment and Company Culture arenaflex is proud of its fun and collaborative culture, with a strong emphasis on teamwork, flexibility, and mobility. As a fully remote organization, we offer the opportunity to work from your ideal environment, with a regular schedule Monday through Friday to provide consistent assistance in the support queue. Our team is passionate about delivering exceptional customer experiences, and we are committed to maintaining a diverse and inclusive work environment that values and respects all employees. Compensation and Benefits arenaflex offers competitive compensation, with an hourly rate of $30 - $40 per hour, depending on experience. We also provide a range of employee benefits, including participation in a generous employee equity stock option program, to recognize and reward the contributions of our team members. Equal Opportunity Employer arenaflex is an equal opportunity employer, committed to maintaining a diverse and inclusive work environment. We welcome applications from qualified candidates of all backgrounds, and are committed to providing equal employment opportunities without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, or any other legally protected status. Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity to join the arenaflex team. With a strong commitment to our mission and values, we are seeking a talented and dedicated Customer Support Specialist to help us drive success and growth. Don't miss this chance to be part of a dynamic and mission-driven organization – apply today to start your journey with arenaflex! Apply for this job